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Associate Application Analyst-1, Aptean, Bangalore

Written By Ajit Kumar on Tuesday, July 1, 2014 | 5:47 AM






Associate Application Analyst-1
Job#:
258700
Positions:
1
Posted:
06/25/2014
Job Type:
Full Time
Location:
IN-Bangalore
Department:
Customer Support
Category:
Support

Job Description
Position Summary Associate Application Analyst is responsible for providing 2nd level incident escalation support to the Technical Support Group for customization related issues related to Aptean products. The job involves in-depth problem analysis of Customized Aptean products and their integration into enterprise-wide mixed environments. Review project background information, design specification and implementation documents, Isolate and provide resolution to customer issues related to customization or qualify the customer issue for Development level assistance or assistance from other functions. Follows standard practices and procedures in analysing situations or data from which answers can be readily obtained. Use fundamental technical troubleshooting skills obtained through performance of the role to define and isolate technical issues. Actively participate in some or all phases of the software development and maintenance cycle. These phases include working on customer-based problems dealing with both the Support Team as well Development on reproducing and researching customers’ issues, troubleshooting, debugging, documentation, building lab environments, software maintenance, and testing. Responsibilities The primary duties for this position include but are not limited to: Technology Proficiency • Provide incident escalation support to the Technical Support Group for customization related issues logged by customer. • Review project background information, design specification and implementation documents related to customization of the Aptean products for its customers. • Perform advanced problem analysis and isolate problems of a complex level of difficulty. • Reproduce customer issues in house. • Publish articles in our in-house knowledgebase. • Able to learn a wide variety of technologies at a rapid pace Communication • Document problem information, recommendations, and resolution in a clear and concise manner using CRM incident tracking system. • Communicate appropriately and provide regular updates to Technical Support Group and Development. Teamwork • Achieve and maintain targeted KPA’s such as number of escalations resolved, average days to resolve, KB’s published etc. along with other established goals. • Commit to continuous knowledge transfer with Technical Support Analysts to increase their technical expertise and to improve incident repair time • Along with the Customization Support Manager, set realistic personal training and product certification goals. • Leadership and Entrepreneurship (Excellence Orientation) Qualifications and Requirements Qualifications. Business • Understanding of Aptean mission and corporate objectives and ability to apply this knowledge within Aptean and for customer facing issues. Planning • Organization and work planning skills required. • Ability to work on multiple issues and prioritize work accordingly to business processes. Problem Solving • Must possess good problem solving and analytical skills. • Ability to diagnoses technical problems; research and identify appropriate solutions. Entrepreneurship • Must be able to identify and develop new innovate ways to better service our customers. Professional Communication • Must have the ability to work closely with other team members, Technical support team and customers to resolve issues on time and also guide others in resolving difficult issues. • Strong written and verbal communication skills Leadership • Ability to identify major concerns from the field and relay those concerns to management in an appropriate manner. • Can do attitude with a strong will to lead by example. • Ability to follow directions and be self-motivated. • Should be willing to undertake any other assignments for which the company’s management may request participation from time to time Qualifications and Requirements • Minimum Education: B.E/B.Tech/MCA/M.Tech/M.E with minimum 70% grades throughout. • Experience in programming a plus. • Experience in working with Windows Operating system – particularly Windows installation, Log file analysis, Windows config files, EventViewer files. • Good understanding of MS SQL Server, T-SQL. • Good understanding of Web Servers. • Basic Networking knowledge about workings of a Switch, Router and VLANs concepts. • Should have excellent verbal and written communication skills. This role requires to work with teams that might be spread across the globe. This necessarily requires reasonable flexibility in working hours
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